Senior Manager, Customer Support Operations
About The Position
McKesson is seeking a strategic and results-driven Senior Manager, Customer Support Operations to lead and transform our Tier 1 Customer Support organization for MAPS. In this role, you will drive operational excellence by creating a proactive, data-driven, and AI-enabled support model that enhances customer experience, reduces customer effort, and accelerates issue resolution. You will partner cross-functionally with Product, Engineering, Operations, and advanced support teams to improve service performance, eliminate recurring issues, and deliver measurable improvements in customer satisfaction and operational efficiency.
Requirements
- Degree or equivalent experience and typically 12+ years of professional experience with 4+ years of management experience.
- Experience leading customer support, service operations, technical support, or help desk teams in a complex technology environment.
- Experience managing and developing people leaders and/or customer support professionals.
- Experience using Jira and Jira Service Management platforms.
- Experience building and utilizing operational dashboards, KPIs, and service performance reporting.
- Demonstrated success driving process improvements, operational efficiency, and customer satisfaction initiatives.
- Strong stakeholder management and cross-functional leadership skills.
Nice To Haves
- Experience with eazyBI or similar business intelligence and analytics platforms.
- Experience implementing AI-enabled customer support solutions, automation tools, or predictive analytics capabilities.
- Knowledge of IT Service Management (ITSM) practices, incident management, and service operations.
- Experience improving customer effort scores, CSAT, SLAs, and first-contact resolution metrics.
- Six Sigma, Lean, continuous improvement, or process optimization experience.
- Experience supporting SaaS, healthcare technology, pharmacy technology, or enterprise software environments.
Responsibilities
- Lead Tier 1 customer support operations, including intake, triage, escalation, case management, and resolution processes.
- Develop and execute customer support strategies that improve responsiveness, service levels, and customer outcomes.
- Establish operational standards, workflows, and performance metrics across the support organization.
- Leverage support analytics, reporting, and customer feedback to identify trends, reduce recurring issues, and improve operational performance.
- Own and optimize Jira Service Management processes, dashboards, and reporting routines.
- Monitor key performance indicators including ticket volume, backlog health, response times, resolution times, first-contact resolution, and customer satisfaction.
- Partner with Tier 2, Tier 3, Product Management, Engineering, and Operations to improve escalation management and reduce repeat incidents.
- Drive continuous improvement initiatives that simplify the support experience and reduce customer friction.
- Identify opportunities to leverage AI, automation, predictive analytics, self-service tools, and intelligent routing capabilities to improve productivity and customer outcomes.
- Lead, coach, and develop a high-performing support team while fostering a culture of accountability, ownership, and customer focus.
- Communicate performance trends, business insights, and improvement opportunities to senior leadership.
Benefits
- competitive compensation package
- annual bonus
- long-term incentive opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
